Product Manager-Customer Contact Experience Services

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Product Manager, Customer Contact Experience Services

Job family: Technology Delivery

Role type: Product Management

Organization: EY Technology, Infrastructure and Operations

Primary platform: Genesys Cloud CX

The opportunity

The Customer Contact Experience, or CCX, Product Manager has end-to-end accountability for the business and technology success of EY’s global cloud contact center service. The role develops and communicates the product vision and roadmap, translating business priorities into the technical roadmap while ensuring the service remains desirable, viable, functional, secure, reliable, compliant and cost-effective.

The Product Manager leads collaboration across business stakeholders, engineering, operations, architecture, security, privacy, procurement, finance, risk and external suppliers. The role covers the full product lifecycle, from requirements and investment decisions through delivery, adoption, service operation and continuous improvement.

Key responsibilities

• Own and communicate the CCX business product vision, strategy and roadmap, ensuring that business priorities and desired value drive the technical product roadmap and service offerings.
• Act as the voice of the customer and principal point of contact for business stakeholders, engineering, operations and other product teams.
• Gather, validate and prioritize business requirements, feature requests, technical improvements and regulatory obligations.
• Manage the product backlog and lead cross-functional delivery from concept through design, testing, release and operational readiness.
• Oversee service performance, incidents, problems, capacity, business continuity, disaster recovery and continuous improvement.
• Manage Genesys and other technology suppliers, including roadmap alignment, service reviews, escalations, contracts, licensing and commercial discussions.
• Maintain oversight of product costs, forecasts, licensing consumption and investment requirements.
• Ensure compliance with EY security, privacy, data retention, records management, supplier risk and Responsible AI requirements.
• Coordinate required architecture, security, privacy and risk assessments for new capabilities and integrations.
• Define and monitor product KPIs covering service performance, adoption, customer satisfaction, cost and delivery outcomes.
• Communicate product direction, releases and service changes to senior stakeholders and user communities.
• Monitor contact center, cloud, automation, analytics and AI developments and evaluate relevant opportunities for EY.

Skills and attributes for success

• Strong product management, roadmap development and prioritization capability.
• Ability to lead a multi-disciplinary global team through the product lifecycle, create clarity across business and technical stakeholders, and drive a product mindset with limited supervision.
• Strong customer focus with the ability to translate business needs into scalable technical outcomes.
• Excellent stakeholder, supplier, communication, negotiation and decision-making skills.
• Strong analytical, commercial and problem-solving capabilities.
• Ability to balance customer value, cost, operational stability, technical feasibility, risk and compliance.
• Experience working across global teams, cultures and time zones.

To qualify for the role, you must have

• Significant experience in technology product management, service ownership or a comparable end-to-end technology role.
• Strong knowledge of contact center and customer experience solutions, preferably in a global cloud environment.
• Strong business analysis capability, including problem definition, stakeholder facilitation, solution evaluation, requirements specification and maintenance of functional and non-functional requirements.
• Experience planning and delivering product activation, stakeholder communications, documentation and training to increase adoption, remove usage barriers and support organizational readiness.
• Experience managing strategic technology suppliers or managed service providers.
• Understanding of enterprise security, privacy, data protection and regulatory governance.
• Strong written and verbal English communication skills.

Ideally, you will also have

• Experience with Genesys Cloud CX.
• Knowledge of IVR, routing, recording, workforce engagement, digital channels and contact center analytics.
• Understanding of IP telephony, SIP, SBCs, WebRTC, PSTN connectivity and Microsoft Teams telephony.
• Experience with ServiceNow, REST APIs, identity services and enterprise integrations.
• Familiarity with Azure, AWS, Power BI, DevOps, scripting or automation.
• Knowledge of GDPR, privacy impact assessments, data residency, retention and Responsible AI governance.
• Experience with global service operations, business continuity and disaster recovery.

Measures of success

• A clear, actively managed business product strategy and roadmap that demonstrates desired business value and drives an aligned technical product roadmap.
• Reliable, secure and compliant service delivery.
• Effective delivery and adoption of product improvements.
• Strong customer and stakeholder satisfaction.
• Effective supplier, financial and licensing management.
• Measurable improvements in product performance, operational efficiency and customer experience.

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